Frequently asked questions (FAQ) - Online Shopping

Orders and refunds are being processed as normal. The majority of UK orders will be delivered in approximately 3-4 working days from the day of order.

We use Royal Mail for our deliveries within the UK. You will receive a parcel tracking code from us, which will enable you to track your order; please enter your correct email address when you place your order.

 If you have not received your order within 10 working days then please contact us and we will track it with Royal Mail. Please note Royal Mail will not deliver or collect on bank and public holidays.

Yes, please log in to your account and change details such as delivery address, password etc. Please note that delivery address for an order already placed cannot be changed, but any change to delivery address made will be reflected on future orders. Please contact us if you require assistance with editing any of your details.

We accept all payments made from major credit/debit cards (including American Express) and payments made from PayPal, Amazon, and Apple Pay, and the SHOP App. If you wish to speed up the payment process you can opt in to our “One Click” payment service when checking out.

If you cannot find your confirmation email in your normal inbox, it is worth checking in your spam or junk mail section in case your notification got lost.

We always send a confirmation email immediately after your order has been placed.

Add our email address customerservice@pineapple.uk.com to your email contacts list to ensure you receive our emails to your inbox.

Please contact us if you have not received your confirmation email.

Currently, due to limitations on available courier services, we are not delivering overseas and are unable to take orders with a non-UK delivery address. We will update this as soon as services return to normal.

You can return your items for free in the UK within 30 days of your purchase for a full refund with the exception of face masks. Click here for more information on how to return items from your order.

Once an order has been placed on the website it is not possible to cancel the delivery or change products or update the delivery address. We offer Free UK returns if you would like to return any unwanted items from your order for a refund within 30 days of your purchase with the exception of face masks. Click here for more information on how to return items from your order.

Once your return has arrived at our warehouse and has been processed, we will issue a refund against the original method of payment. Delivery charges are non-refundable on returned orders. Please allow up to 3 weeks for your return to be processed after arrival at our warehouse. You will receive separate email confirmation once your return has been processed and refunded. If this time has passed and you have not received your refund, please contact us and we will look into it immediately. Please quote your order number and postcode when you contact us.

We do not offer exchanges on items purchased online, however, we offer Free UK returns if you would like to return an item from your order. If you are unsure of which size, colour, or style to order, we suggest that you buy several sizes/colours and return any unwanted items back to us for a refund within 30 days of your purchase. Masks are non-returnable for hygiene reasons. Click here for more information on how to return items from your order.

If you have not received your order within 10 working days then please contact us and we will track it with Royal Mail. Please note Royal Mail will not deliver or collect on bank and public holidays.

Royal Mail will always leave a "While you were out" card so that you can arrange re-delivery if there was no response when they attempted delivery. If the post office is unable to deliver a parcel after a few attempts, it will be sent back to us. We will then apply a charge of £3.95 (or the postage cost charged by Royal Mail, whichever is the greatest) to cover the costs we have incurred trying to deliver your parcel.

Parcels are not classed as missing until 10 working days after the expected delivery date by Royal Mail. At this point we would send a replacement if it has still not arrived although you will normally be expected to complete a non-receipt declaration form from us to help prevent fraudulent claims.

We would love to hear from you. Click here to contact us and we will get back to you as soon as we can during working hours. Please include your order number in with your message order to facilitate your query.

If you are a retailer or buyer interested in the Pineapple brand or you would like to discuss licensing opportunities with Pineapple, please contact Buying Manager Mia Smith on 020 7379 8090.

The term 'Loopback' describes the particular knit that features loops on the underside of fabric commonly used for activewear.